Change & Delivery Lead in Reading

About XPS Group

XPS Group is a prominent and growing UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.

Location: Reading

Employment Type: Permanent, Full Time

Grade: Senior Consultant

Hybrid/Remote: Hybrid/Remote

About The Role

The Continuous Improvement Team supports the administration business by seeking ways to standardise and improve processes to drive efficiency. Our goal is to remove obstacles that stand in the way of providing excellent service to our clients, and to accelerate member self-service and digitisation. This role has been created to lead the project to assess the processes used in various propositions within the Admin business, with a view to identifying efficiencies, as well as managing delivery of improvements requested by the client.

Key Responsibilities

• Owning the change pipeline: establish and maintain a transparent intake, assessment and prioritisation process.
• Managing a single backlog and roadmap and ensuring decision points and approvals are clear.
• Spending time with the proposition team to understand the process flows and the pain points leading to any inefficiency.
• Support with documentation of current position will be provided using standard CI team methodology.
• Documenting requirements for areas of development/improvement identified during the review or received as suggestions from the client and users.
• Challenging the current way of working and seeking out new and innovative ways to make the service more efficient, to support the expected future growth of the scheme.
• Managing the governance and reporting to the Head of the relevant proposition and the client.
• A PM will be assigned to maintain project reporting, action logs etc.
• Impact management & benefits realisation including defining success measures for each change, assessing baseline performance, tracking adoption and outcomes post go‑live, and completing post‑implementation reviews and embedding lessons learned.
• Ensuring delivery of the improvements in line with the roadmap agreed with the client and internal stakeholders.
• This will include chairing regular meetings with the Product Manager and project team and escalating issues to Head of CI and the relevant proposition.
• Working alongside the Client Relationship Manager, where appropriate, to ensure the client is kept up to date with progress and expectations are managed.

Essential Your Profile:

• In-depth knowledge of the subject matter area - DC arrangements for Master Trust/telephony and call centre operations for Member Connect/Public Sector operations for Public Sector role, together with experience of delivering change across multi‑channel service environments and associated operational systems.
• Statutory governance requirements and the ability to apply this knowledge within broader operational change, service improvement and delivery governance frameworks.
• Experience of leading change delivery across project and operational teams, managing governance forums, RAID items, stakeholder reporting and decision‑making in line with XPS governance standards.
• A proactive, data‑led approach to change, actively challenging processes and practices using structured continuous improvement methods to deliver measurable service improvements.
• Experience of change intake, backlog prioritisation, roadmap management and benefits realisation, including baselining, adoption tracking and post‑implementation review.
• Ability to embed change into business‑as‑usual operations through effective stakeholder engagement, communications, readiness planning and training support.

Desirable

• For Master Trust: experience of master trust administration and client requirements.
• For Member Connect: experience improving contact centre operations through channel shift/self‑service, routing/triage, knowledge management, or automation/AI enablement.
• For Member Connect: experience working with contact centre tooling/telephony and analytics (e.g., IVR/call flows, workforce insights, QA frameworks) and/or CRM/workflow systems.
• For Public Sector: experience of working within a Public Sector environment including stakeholder management via framework agreements.
• Lean/Continuous Improvement qualification or equivalent experience (e.g., Lean, Six Sigma, Kaizen facilitation).
• Experience in regulated environments and/or working with risk, compliance and audit requirements.
• Experience supporting client‑facing governance reporting (packs, metrics, narrative, actions).

What We Offer

Enjoy a competitive salary, annual discretionary bonus, and 25 days’ holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.

How To Apply

Interested candidates should submit applications below or contact recruitment@xpsgroup.com. Join XPS Group and contribute to a dynamic and inclusive workplace.

Equal Opportunity Statement

XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.

Eligibility

Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.

Who Are We

To find out more please visit: www.xpsgroup.com